HI All,

Can someone please help me?

I've made 3 purchases more than a month ago; 2 of them went well, but the third one didn't.
I've paid for all the 3 services.
I've tried to contact support so many times, and never gotten any response.
I don't want to lose the 34.5 euros I paid!!!! and I don't want a refund, I need that service to be activated.

Skype is really great; but the tech support is not that good, I never needed them for the years I've been using skype, but the only time I did, they are not here!!!!!!

I really hope someone can read this message and help resolve my issue

Thanks

skype do take a minimum of 4 working days to reply.

however, if you have waited longer than that you can try submitting a ticket again... and again and again until they reply, or you could ost your skype name and the date on which you sent the support request that's waiting to be addressed and a member of the moderating team may forward to skype staff.

also with regards to refunding... some departments in skype seem to reply faster than others. so whereas you might wait endlessly to have the service activated, it might be easier and quicker to get a full refund, and then try purchasing the service again.

skype do take a minimum of 4 working days to reply.

however, if you have waited longer than that you can try submitting a ticket again... and again and again until they reply, or you could ost your skype name and the date on which you sent the support request that's waiting to be addressed and a member of the moderating team may forward to skype staff.

also with regards to refunding... some departments in skype seem to reply faster than others. so whereas you might wait endlessly to have the service activated, it might be easier and quicker to get a full refund, and then try purchasing the service again.

Payment was made on January 12th and I'm still waiting for response.
my screen name is :aelyoussoufi80
Order no: 61373763

Can someone pleaaaaaaaaaaaase help me or transfer this post to skype staff.

Thanks

Payment was made on January 12th and I'm still waiting for response.
my screen name is :aelyoussoufi80
Order no: 61373763

Can someone pleaaaaaaaaaaaase help me or transfer this post to skype staff.

Thanks

Thank-you for your information.
A Moderator will advise Skype that you are waiting for a reply.

Thank-you for your information.
A Moderator will advise Skype that you are waiting for a reply.

Thank you very very much;
I really hope this will work.
I'm doing it for my company, and I just don't want to lost that money or have anyone to think that I did it on purpose to keep it for me or things like that.

Thanks again;
I hope I'll get it soon.

I have same problem, bought credit on 31 December 2006 order 59406132, but the payment didn't get through I think it was my bank internal problem, they just told me payment couldn't be made.
Then on 7 January 2007 order 60550102, bank transfer was OK money been transferd, but I never recieved credit for SkypeOut. I think it is first payment which doesn't allow second get trought.
skype name: petr.nevaril5

I will be very grateful if you can forward it futher as I spent lot of time submiting that online form without succes for pass 2 months

I have same problem, bought credit on 31 December 2006 order 59406132, but the payment didn't get through I think it was my bank internal problem, they just told me payment couldn't be made.
Then on 7 January 2007 order 60550102, bank transfer was OK money been transferd, but I never recieved credit for SkypeOut. I think it is first payment which doesn't allow second get trought.
skype name: petr.nevaril5

I will be very grateful if you can forward it futher as I spent lot of time submiting that online form without succes for pass 2 months

Peter - please advise the date on which you filed your FIRST ticket with Skype.
Thank-you.

Peter - please advise the date on which you filed your FIRST ticket with Skype.
Thank-you.

Not shure, but it was within 10 days of second order

This post has been edited by peter_budo: Wed Feb 21 2007, 21:23

Not shure, but it was within 10 days of second order

OK - we'll go with:
Username: petr.nevaril5
Date filed ticket: approx January 17th 2007.

OK - we'll go with:
Username: petr.nevaril5
Date filed ticket: approx January 17th 2007.

Why skype system doesn't create automated responce with ticket number etc?

do not understand why it needs to take upto 3 working days you get all the info for an Instant transfer and like it says 15 mins it should take, it may have been i mite of put somthing incorectley so it should give me an error strate away

on overclockers i reged my email to them picked an item i wanted and had the item next day and thats something Real been sent to me same info skype asked for mostley

do not understand why it needs to take upto 3 working days you get all the info for an Instant transfer and like it says 15 mins it should take, it may have been i mite of put somthing incorectley so it should give me an error strate away

on overclockers i reged my email to them picked an item i wanted and had the item next day and thats something Real been sent to me same info skype asked for mostley

Funds transfer to your SkypeOut credit balance at different speeds depending upon the method of payment you choose and your country of location.
For example, Bank Transfers can take up to 10 days to complete from certain countries.
Replies to filed tickets currently take a minimum of 4 WORKING days.
Usually if you make an error during the ordering process your application will not complete and you will be asked to start over/resubmit.

it was done over an norm visa debit card so its instant

it was done over an norm visa debit card so its instant

Not necessarily.

Stuped Confirmation email asking me if i wanted to pay for it as i just checked my email

I GUESS THAT should be more of an Inportnat info on the FAQ (AS you see it only has 2 stars on there as it is Compleatly Useless info that the FAQ gives)

please update it and i see if it goes tho in the next hr or not (i be back)

that worked can you give them the info to update that Poor pending FAQ page if it says only 3 states we all understand that but what it SHOUD say is awating confirmation email or in the FAQ check your email for an confirmation email (+ the warrning about makeing sure its an https link as the way skype does this the system is phishable an little if the user clicks on an bad link) i have to wait 4/5 hrs now before the USA Asus support center opens up now

basicly i did the confirmation at 0:01 and got it creadit at 00:44 still thats 45 mins not 15 but that do i guess

the way skype does is is not the way other web sites buy stuff like norm and i am an adv user any norm user would of been thown right off 4 days for an support ticket seems an tad to long (more so when money is part of it) id like to talk to india then wait 4 days for an responce form india via txt but i guess it save alot of money doing it this way and for the way skype works its grate

I'm not sure if this is related to your action,I received an automated email from skype saying that they are experiencing high volumes of requests; but that doesn't resolve my issue!!!
should I still be waiting for a personal response to any of the tickets I sent already???

This post has been edited by Asma Sadqi: Thu Feb 22 2007, 13:07

I'm not sure if this is related to your action,I received an automated email from skype saying that they are experiencing high volumes of requests; but that doesn't resolve my issue!!!
should I still be waiting for a personal response to any of the tickets I sent already???

Hi Asma,

See also http://forum.skype.com/index.php?showtopic=78706 where they've sent an email but not read the ticket or responded to it in over 16 days.........

Steve

skype do take a minimum of 4 working days to reply.

however, if you have waited longer than that you can try submitting a ticket again... and again and again until they reply, or you could ost your skype name and the date on which you sent the support request that's waiting to be addressed and a member of the moderating team may forward to skype staff.

also with regards to refunding... some departments in skype seem to reply faster than others. so whereas you might wait endlessly to have the service activated, it might be easier and quicker to get a full refund, and then try purchasing the service again.

Hi Lukman!

Please don't be offended....... As someone who has been responsible for providing user support in high pressure communications environments there is an observation that I think I have to share with you regarding your advice.

Rather than being part of the solution, I believe that you are adding to the problem on several counts.

1. You are apparently offering a 'back door' to support resources and it seems bypassing the support structure.
2. You are advising clients to resubmit tickets - the volume of tickets will therefore double, treble or maybe quadruple dependent on the tenacity of the users.
3. You are advocating that users cancel and resubmit service activations.

All of the above will directly contribute to the pressure on the support resources and will also skew the service delivery statistics for Skype so that if management are looking into the customer experience and where to devote resources they will potentially point them at the wrong roles and responsibilities.

The net effect in a support centre is a huge downturn in morale and an increase in staff churn which necessitates constant recruitment and training whilst under immense pressure.

Having waited 16 days for a response to my ticket to receive a standard note that indicates that there is no care in the support of the service reinforces my belief that Skype has not got a service delivery method that works. Having read and analysed your response, I am concerned that you are adding to their woes - albeit with the best of intentions.

Thoughts???

Steve

This post has been edited by DoomGoblin: Thu Feb 22 2007, 13:46

hi Steve

Please don't be offended

no offence taken

You are apparently offering a 'back door' to support resources and it seems bypassing the support structure.

i believe you are refering to the bit about moderation referal. from http://forum.skype.com/index.php?act=annou...;f=59&id=15 we have

If you feel a Customer Support response warrants escalation, please send a Forum Private Message to myself or any other of the forum moderators, and we'll try to check what's the matter.

and from my experience of the forum it does appear some forum moderators have consented to pushing forward peoples names where skype has not replied in due time.

You are advising clients to resubmit tickets - the volume of tickets will therefore double, treble or maybe quadruple dependent on the tenacity of the users.

it may well do. however, for as long as i can remember, skype has insisted they would try to reply within 72 hours. but at the same time for as long as i can remember, they have said they seem to be experiencing a sudden increase in support requests. seeing a pattern for well over a year is not a sudden increase. furthermore, it does not appear skype reply to tickets on a first come first serve basis. seems more like a game of chance and in such a game, i think if someone has waited the 72 hours and not heard further, and even worse some people don't get the automated e-mail it's worse, submiting another ticket after having waited a sensible period of time is quite reasonable. not like i am advising someone to submit a ticket every hour. and to add to that, experience (my own) tells me that sometimes tickets are closed without being properly addressed... now if someone does not recieve a reply to tell them their ticket is closed (as was done to mine) how is someone to know it is closed? waiting endlessly is not a reasonable option. (for reference, the only reason i knew my ticket was closed was because i looked into it after a very long time and found through the ticket key system, which is no longer in use, that the ticket was closed).

You are advocating that users cancel and resubmit service activations.All of the above will directly contribute to the pressure on the support resources and will also skew the service delivery statistics for Skype so that if management are looking into the customer experience and where to devote resources they will potentially point them at the wrong roles and responsibilities.

with regards to the statistics, if they're anything to go by they would have taken such events into consideration, thereby reducing the skewness of data. i advocate users to cancel a service knowing more people have reported success to me with regards to the refunds department than the support department. i advocate resubmiting a service request knowing a lot of skype's payment problems are random and "unexplained"... one minute a transaction takes 5 seconds, the next minute it takes months.

The net effect in a support centre is a huge downturn in morale and an increase in staff churn which necessitates constant recruitment and training whilst under immense pressure.

i think (and this is a genuine belief) that there probably is no pressure at all. i think skype's not taking customers seriously (enough). they copy and paste answers that are completely unrelated, giving out the impression someone has done a key word search and just returned the first answer that came up. and they've even recently gone on to ask customers to go away and look on the forum and knowledgebase and to come back if problems persist (note, this advice is given before the ticket is submitted at least once).

Having waited 16 days for a response to my ticket to receive a standard note that indicates that there is no care in the support of the service reinforces my belief that Skype has not got a service delivery method that works. Having read and analysed your response, I am concerned that you are adding to their woes - albeit with the best of intentions.

Thoughts???

i dont think people are adding to skypes problems if they resubmit a ticket after having waited for a sensible amount of time... waiting a month is definately a sensible time to have waited for example.

if you were to have some armed intruder enter your house and you called the police, you would expect a prompt response, if they do not come after an hour, i think u'd agree a second call (even though the police get so many calls) is necessary. yes the situations are different here, but the concept is the same.

hope that provides some insight into my reasoning.